Conversations #

The 'Conversations' section of the portal provides a way to view the details of individual calls and their associated call segments. This can be useful for:

• Recording Playback - Playback recordings of calls directly from the portal, without the need to access the communications platform or a third party recording solution.
• Transcription & Summary - View the transcription of calls along with a summary of the call which includes key information such as the call duration, participants, and any keywords that were mentioned during the call.
• Conversational Intelligence - Analyzing 'Conversational Intelligence' data such as keywords/topics/sentiment

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If you cannot see the 'Conversations' section in the portal, you may not have been given permission to playback recordings.

Using the Conversations Section #

The screenshot below shows the 3 areas of the 'Conversations' section which are used to access call data:

1. Filters #

To find the calls that you are interested in, you can filter the the conversation view on specific call parameters and a date/time period. Use the drop-down selector on the right to select the date/time range to search. The '+ Add Filter' button on the right can be used to select specific properties to search for such as Caller ID or User.

2. Call List #

Once you have provided the required filters, the call list will show the calls which match the criteria. The call list shows a summary of each call and can be sorted on any of the columns by clicking on the column header. To view more details about a specific call, click on the row to open the 'Conversation Session View'.

3. Conversation View #

The conversation view provides details of the call and if available, access to playback a recording of the call.